Workforce Services Specialist

Gratitude Inc

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1 year ago

Workforce Services Specialist

5-7 Year(s)

55 - 95 Thousand p.m

Manila

Job Description

Key Skills

WFM System WFM tools Supervisor Skills WFM planner RTA tool Workforce Specialist

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Workforce Services Specialist

Key Skills:

WFM

Workforce Specialist

Supervisor

RTA Tool

Location: Muntinlupa

Onsite

Full Time

Salary: Not more than 100K

Responsible for coordinating and guiding Intraday Teams to ensure focus on Profitability, Resource Planning, day-to-day schedule adjustments, real-time service issues, RTA activity, adherence and schedule compliance, and provide key reporting details.

This position needs to be aware of the financial situation of the account being handled and needs to drive profitability by resource optimization and cost reduction in collaboration with Operations and other departments.

This position needs to drive high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.

This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.

Manages internal and external audit with processes and controls.

Responsible for the development of resources under his/her span

JOB QUALIFICATIONS

Bachelors Degree

With 5-years overall workforce management (WFM) related experience (at least 3-years supervisory/ management experience)

Required experience in either of the following skills: RTA (Real Time Adherence), Scheduling, Capacity Planning and Forecasting

Role

Business Development Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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